How can I order?

You can book a phone by web, or rent a phone at our airport counters or SoftBank shops (please refer to pick-up & drop-off counters page). Please be aware that stock may be limited at certain times.

When can I book a phone?

Please see this page for details.

How can I pick up and return the phone?

You can pick up and return the phone at our airport counters. The pickup and return counters do not have to be the same. Same-day rentals are also available at airport counters and some designated SoftBank stores in town. Please refer to pick-up & drop-off locations for details.

Can you deliver the phone to my hotel or office?

Please ensure that you have an address in Japan. We can only deliver the phone to the address listed on your photo ID. Accordingly, we cannot deliver the phone to hotels or business addresses. As to Nokia phones and 3G SIM Cards, since we must check the SIM compatibility at the time of pickup, these products are only available at our airport counters.

Can I return the phone at the hotel?

You can ask the concierge to send the rental equipment back to our office by courier service. Rental period will be terminated when the phone is picked up by the courier. Please note that a delivery fee will be charged to your credit card if the phone is sent COD.

Is there a minimum rental period?

The minimum rental fee is for 3 days, even if the phone is returned earlier.

What is "pre-authorization"?

We take a "pre-authorization" against your credit card in the amount of 40,000 yen per handset/SIM card as security for payment. This pre-authorization will temporarily reduce the limit of your credit card by 40,000 yen, however, the amount will not be deducted from your credit card account. It is reserved for our use should payment be declined during or after the rental period. The amount will be released at the expiry of the pre-authorization period as determined by your card issuer.

How can I cancel my booking?

Please contact our customer support as soon as possible

Do you have an insurance option?

We offer optional insurance which covers loss or damage to the handset. Insurance does not cover water damage or misuse, etc. Please refer to "Conditions of Use of Equipment" for further details.

What should I do if the phone is lost or stolen?

If you are renting 703SHf or SoftBank 3G SIM card, please contact our customer care center (between 9:00 am and 9:00 pm) immediately in order that we can activate call barring restrictions. If loss occurs of your own SIM card, the loss must be reported to your home country's network operator for call barring restrictions to be activated.

How will I be billed? How will I know how much I have to pay for my service charges?

We will bill the credit card that you informed us of when you signed the rental agreement usually within 2 to 3 weeks after you have returned the phone to us. Air time charges are calculated from the operator's call data which means that occasionally there may be a delay in issuing an invoice, or charges may be billed across multiple invoices. (For long term rentals that carry over from one month to another, we may issue an invoice at the end of a particular month, even during the rental period.) After you have returned the phone to us, we will send detailed statement information by text mail to the email address that you stipulated on your rental agreement. We cannot send invoices via post.

Can I receive a receipt?

Yes, if you request a receipt at the time of rental, we can send it to you via email to a computer based email of your choice. We can issue you a receipt only after we have completed the invoice and the payment has been completed, thus we cannot issue you a receipt immediately when you return the phone to us at our counters. Furthermore please be aware that we are unable to send receipts via regular post.